iGaming

Customer Service – Swedish Speaking Pentasia is actively looking for Customer Service Swedish Speaking The Company: Our client is seeking customer-focused, proactive, and detail-oriented individuals to join their Customer Service team in Malta (hybrid). In this role, you will support customers across multiple channels while ensuring a high standard of service and compliance within the iGaming environment. If you enjoy helping people, solving problems, and working in a dynamic setting, this opportunity is an excellent fit. Responsibilities: Support customers via calls, live chat, and email Manage and resolve more complex customer queries Approve withdrawals and process KYC documentation Perform security checks to safeguard customers and the business Follow internal processes, shift schedules, and quality standards Handle relevant ad hoc tasks as required Required Qualifications: Fluent Swedish, written and spoken (additional Nordic languages are a plus) Strong multitasking and problem-solving abilities Comfortable working shifts, including occasional night shifts Interest in using AI tools for workflow efficiency Customer service experience is an advantage Benefits and Offer: Annual salary: €26,000 Bonus scheme Hybrid working model One-time home office setup allowance Working remotely from abroad policy Private health insurance and well-being allowance

Customer Service Agent (Finnish-Speaking) – Malta   We’re looking for a friendly and proactive Finnish speaker to join our customer service team in Malta. In this role, you’ll support online gaming customers through calls, chat, and email—helping with account questions, payments, security checks, and general problem-solving. Every day is different, and you’ll quickly become an expert in our products.   Location: Malta (Hybrid) Salary: €26,000 per year + bonus   What We’re Looking For Fluent Finnish (spoken and written) Strong multitasking and problem-solving skills Comfortable working shifts, including some nights Interest in using AI tools to boost efficiency Customer service experience is a plus   Your Daily Tasks Assist customers via phone, chat, and email Handle complex cases independently Approve withdrawals and process KYC documents Perform security checks Support with additional tasks when needed   What We Offer Hybrid work setup One-time home office setup bonus Remote work from abroad policy Private health insurance and wellbeing allowance

About the Role Our client is looking for a highly skilled Customer Service Manager to lead and elevate their 24/7 Customer Support Center. This position is responsible for overseeing daily operations, managing a large team, optimizing processes, and ensuring an exceptional player experience across multiple iGaming products. This is a strategic and hands-on leadership role within a rapidly growing global company.  Key Responsibilities Leadership & Team Oversight Manage, mentor, and develop a team of 100+ Customer Service Clerks and Supervisors. Conduct individual and group coaching sessions to drive quality and productivity. Oversee recruitment, onboarding, performance evaluations, and talent development. Operational Management Build and refine workflows, scripts, SLAs, and escalation procedures. Handle workforce planning to ensure efficient 24/7 operational coverage. Ensure adherence to company policies, responsible gaming practices, and service standards. Performance & Reporting Track and analyze KPIs such as CSAT, FRT, NPS, handling time, and QA scores. Produce regular reports with insights for operational improvements. Collaborate with product and operations teams to enhance systems and support tools. Cross-Functional Collaboration Work closely with Payments, KYC/AML, Marketing, Affiliates, Tech Support, and VIP teams. Assist with new product launches, promotions, and system implementations. Continuous Improvement Identify process improvement opportunities and automation initiatives. Monitor industry trends and competitor benchmarks to improve CS operations. Promote a culture of operational excellence and innovation. Requirements 5+ years managing Customer Service teams (online or e-commerce). Mandatory iGaming experience (casino, sportsbook, lottery). Proven ability to lead large teams in high-demand environments. Experience with omnichannel tools (Zendesk, Intercom, LiveChat). Knowledge of CRM systems, back-office platforms, and KYC/AML processes. Strong analytical and KPI management skills. Excellent communication skills in English. Willingness and ability to relocate to Costa Rica. Preferred Qualifications Bachelor’s Degree in Business Management or related field. Experience with remote team management. Strong background in process optimization and customer experience strategy. High numerical proficiency and data-driven decision-making skills. What’s in It for You? Full relocation opportunity to a global iGaming hub. Strategic leadership role with high impact on customer experience. Work in a dynamic and fast-growing environment with strong career progression.